Junior Help Desk Support Technician / active Top Secret

Peraton; Quantico (VA); On-site; USD 66,000 - 106,000; Full time

Job summary

Peraton is seeking a Junior Technical Help Desk Support for its Federal Strategic Cyber program, located on-site in Quantico, VA. You will provide Tier II end-user support via phone, email, and virtual channels, assist in maintaining system infrastructure, and work with R&D teams to optimize support techniques and tools.

The role requires a BS/BA with 3 years of relevant experience, U.S. citizenship, and a current Top Secret clearance.

Qualifications

• Requires a BS/BA with 3 years of relevant IT support experience, or 7+ years combined experience.
• Experience providing Tier I and II technical support.
• Experience troubleshooting hardware, software, and networking systems.
• U.S. citizenship required and ability to obtain polygraph.
• Current Top Secret clearance preferred/required.

Responsibilities

• Provide Tier II technical support to end users via phone, email, and virtual support channels.
• Support the operation, maintenance, and troubleshooting of system infrastructure.
• Collaborate with Research and Development teams to test and optimize product-support techniques, processes, and tools.
• Create and deliver technical training materials for end users and support personnel.
• Compile and report monthly support metrics.
• Resolve issues efficiently and effectively while meeting or exceeding SLAs.
• Work closely with Engineers and Developers to support the operation and maintenance of all components within the system environment.
• Participate in a monthly on-call rotation.
• Develop and maintain in-depth knowledge of the company’s products, services, applications, and systems.
• Provide support in an environment that operates 24 hours a day, 7 days a week.

Skills

Tier I/II support

Troubleshooting

Networking systems

Communication skills

Documentation skills

Customer service

Education

Bachelor's degree or equivalent experience

Tools

Active Directory

RSA SecurID

Microsoft SharePoint

Job description

Responsibilities

Peraton is currently seeking to hire a Junior Technical Help Desk Supportfor its' Federal Strategic Cyber program.

Location: On-site, Quantico, VA

In this role, you will:

• Provide Tier II technical support to end users via phone, email, and virtual support channels.
• Support the operation, maintenance, and troubleshooting of system infrastructure.
• Collaborate with Research and Development teams to test and optimize product-support techniques, processes, and tools.
• Create and deliver technical training materials for end users and support personnel.
• Compile and report monthly support metrics.
• Resolve issues efficiently and effectively while meeting or exceeding Service Level Agreements (SLAs).
• Work closely with Engineers and Developers to support the operation and maintenance of all components within the system environment.
• Participate and support in a monthly on-call rotation.
• Develop and maintain in-depth knowledge of the company’s products, services, applications, and systems.
• Provide support in an environment that operates 24 hours a day, 7 days a week.

Qualifications

Required Qualifications:

• BS/BA with 3 years of relevant experience. An additional 4 years of relevant experience may be considered in lieu of the bachelor's degree.
• Experience providing Tier I and Tier II technical support.
• Experience troubleshooting computer hardware, software, and networking systems.
• U.S. citizenship required.
• A current/active Top Secret security clearance with the ability to obtain/pass a polygraph.

Preferred / Desired Qualifications:

• Experience with Active Directory.
• Experience supporting RSA SecurID tokens.
• Experience with Microsoft SharePoint.
• Strong troubleshooting, communication, documentation, and customer-service skills.
• Ability to work independently and collaboratively in a fast-paced, 24/7 operations environment.

Peraton Overview

Peraton is a next-generation national security company that drives missions of consequence spanning the globe and extending to the farthest reaches of the galaxy. As the world’s leading mission capability integrator and transformative enterprise IT provider, we deliver trusted, highly differentiated solutions and technologies to protect our nation and allies. Peraton operates at the critical nexus between traditional and nontraditional threats across all domains: land, sea, space, air, and cyberspace. The company serves as a valued partner to essential government agencies and supports every branch of the U.S. armed forces. Each day, our employees do the can’t be done by solving the most daunting challenges facing our customers. Visit peraton.com to learn how we’re keeping people around the world safe and secure.

Target Salary Range

$66,000 - $106,000. This represents the typical salary range for this position. Salary is determined by various factors, including but not limited to, the scope and responsibilities of the position, the individual’s experience, education, knowledge, skills, and competencies, as well as geographic location and business and contract considerations. Depending on the position, employees may be eligible for overtime, shift differential, and a discretionary bonus in addition to base pay.

EEO

EEO: Equal opportunity employer, including disability and protected veterans, or other characteristics protected by law.